上海某三级甲等医院健康管理中心体检满意度调查

Satisfaction for physical examination in a health management center of a Grade 3A hospital in Shanghai

【目的】通过对体检人员进行满意度调查,为改善服务质量提供依据。【方法】2018年5—6月份随机抽取复旦大学附属华山医院健康管理中心200名受检者作为调查对象,采用面对面问卷的方式进行调查。【结果】有效回收问卷199份,问卷回收率99.5%;男性51.8%,女性48.2%,平均年龄43.54岁;自费体检占66.7%,单位出资占33.3%。对中心的检查项目、医生服务水平、医生服务态度、护士服务态度、硬件环境、体检收费、后续服务、预约服务的满意度均达到95%以上。对体检后的后续服务需求:需要体检报告解读占89.45%、异常指标就医指导占73.37%、长期的健康咨询占43.72%、健康危险因素评估占25.63%、特需门诊服务占16.08%、健康危险因素干预占12.56%、多学科会诊占6.53%。【结论】受检者对复旦大学附属华山医院健康管理中心的满意度较高,体检后的健康管理需求较大。

[Objective] To conduct a satisfaction and demand survey on the examiners of the Health Management Center of Huashan Hospital affiliated to Fudan University and provide a basis for improvement of services. [Methods] Face-to-face interviews were done with randomly selected 200 examinees from May to June, 2018. [Results] The recovery rate of the questionnaires was 99. 5%, with 199 valid questionnaires collected,of which 51. 8% were males and 48. 2% females,with the average age being43. 54 years old. As to the examination fee,66. 7% were self-paid and 33. 3% were at units＇ expenses.The examinees＇ satisfaction with the Health Management Center of Huashan Hospital affiliated to Fudan University was above 95%,including the inspection projects,doctor service level,doctor service attitude,nurse service attitude,hardware environment,physical examination charge,follow-up service and reservation service. The survey on the follow-up service demand after the physical examination showed that the need for the interpretation of the medical examination report was 89. 45%,for the medical guidance to abnormal index 73. 37%,for the long-term health consultation 43. 72%,for the assessment of health risk factors 25. 63%,for VIP outpatient service 16. 08%,for intervention of health risk factors 12. 56% and for multi-disciplinary consultation 6. 53%. [Conclusion] The examinees＇ satisfaction with the Health Management Center of Huashan Hospital affiliated to Fudan University is relatively high and there is a great demand further for health management after the health examination.